Technical Support Engineer

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About Us
Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love—instant, proactive, personalized, and effortless.
Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them. Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, Canva, and Monday.com, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service. If you’re ambitious and eager to grow, Ada could be the place for you. Learn more at
About You
You are a seasoned support professional with deep technical acumen and a passion for customer advocacy. You bring experience from senior technical roles in SaaS, PaaS, or AI environments and are comfortable navigating ambiguity, managing cross-functional collaboration, and driving resolution for technically complex issues.
Technical Competencies
6+ years in technical support roles, with a strong track record of success in senior or Tier II/III positions.
Proven experience supporting SaaS/PaaS platforms or AI-based products in high-growth environments.
Expertise in troubleshooting RESTful APIs, middleware, and cloud-based services.
Familiarity with debugging tools and practices including Postman, Swagger, log analysis, and source code review.
Basic proficiency in programming languages such as Python & Java.
Experience working with CI/CD pipelines, API authentication mechanisms like OAuth 2.0, and modern security/compliance protocols such as JWT, PCI, and GDPR.
Familiarity with observability and monitoring tools such as Datadog, and document databases like MongoDB.
Additional Skills
Excellent analytical, organizational, and communication skills.
A structured and proactive approach to problem-solving, especially under pressure.
Customer-first mindset with a passion for delivering exceptional experiences.
Prior experience in customer-facing roles within fast-paced, high-growth SaaS environments.
Outcomes
Triage, troubleshoot, and resolve complex client support issues—especially those requiring deep technical analysis or cross-functional collaboration.
Serve as a liaison between Support and Engineering, contributing to bug identification, resolution, and release validation.
Drive improvements to internal documentation and tooling to enable faster and more consistent issue resolution across the Support team.
Provide mentorship and guidance to Tier I team members, raising the overall technical capability of the team.
Influence product quality and stability by highlighting issue trends, participating in incident reviews, and contributing to root cause analyses.
Please note this position will need to be based remote Singapore.
Benefits & Perks
Benefits
Unlimited Vacation: Recharge when you need to.
Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
Wellness